ComplaintsforAll Pets Club, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3-23-2024 I purchased a 37 gallon ********** column Aquarium. I brought it home, filled it with water, and discovered that it had a bad seam on the front panel of the aquarium. They are giving me a hard time with making a return within the 30 day return policy they have, I was told the representative they work with from ********** would have an answer by the following day, and am now being told I will not hear back until April 3rd at the earliest I have called daily, with their response each time being they haven’t heard back yet and I am being given the run around. I have original receipt, packing materials and it is in the exact condition I purchased it in.

  Business response

  04/02/2024

  Hi *****,

    I apologize for the delay it took to get a decision from the manufacture representative.  Almost all of the aquatic glass tanks, filters and heaters require the consumer to contact the manufacture directly for all warranty claims.  Since this was not a leak but a possible defect the manager acted on your behave to get a replacement for you without you having to deal with ********** directly.  Unfortunately our representative was on vacation and took a few days longer than usual.  He has contacted us  and has authorized us to exchange the tank. We will also handle sending back the one you are using now.  Thank you for your patients. 

   

   

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a puppy on 11/4 and on 11/5 took the puppy to the emergency vet clinic. Then again on 11/6 for now coughing and runny nose. The puppy also had blood in her stool. We have medication for giardia since he tested positive. When we called all pets they will only reimburse for medication and test if positive. The total vet cost was over $600. On 11/6 we called them and would pay for test and medication. The vet wanted to do the xray and I was not in a position financially to pay an additional $500.00 on top of the other test. All Pets negligence should be responsible for paying for the respiratory xray. Which they refused to do so and only offered us 199.99 for test and medication. If this is how they do business there license should be revoked.

  Business response

  11/07/2023

  Hello Mr *******,

     We apologize for the experience you are having with your new puppy.      I see there has been several calls over the past few days with 3 different employees who spoke to your wife.  Andrew will be a good point of contact to make it less confusing. He has already talk to your wife today. We understand how stressful this can be.   We are here to help. 

   

  Thank You

  Customer response

  11/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive contacted the buisness about this w nothing done. They sold me on 2 seperate occasions 2 sick Guinea pigs who infected my innocent 3 year child,healthy Guinea pig & cat. I know someone who works there and they are KNOWINGLY selling these animals sick. I returned one that had scabs and bites so bad all over the poor thing it was disgusting. I’ve been shrugged shoulders at literally by the store manager & the way they are going to possibly let these animals sit in a cage and suffer without people knowing they are sick is SICK! The vet bills I’ve paid & riding my home of mites ON TOP OF MY CHILD BEING INFECTED WOTH RINGROOM FUNGUS & MITES is ridiculous & heartbreaking! To the community of single parents trying to enjoy getting their children an animal this experience has been horrible and so sad for these animals. I’m sure nothing will be done , but the living conditions of these animals before & in store is wrong. They’re dirty, a million together in one small cage, all from different areas (as I was told by staff) is the reason for spreading of germs like this. They should open they’re eyes and at least LOOK at these pets you can see they’re sick. It’s just sad that this store is bulk buying these animals most likely at a cheap price and that’s why they’re sick due to gross living conditions before hand. This is just wrong and they should all realize this community doesn’t want or need a petstore selling animals to families that are sick. I’m going as far as I can with this and will not stop until something is done to validate and try to make this situation better. It’s just sad I’ll never purchase another animal or membership and will be telling everyone I come in Contact with to Do the same.

  Business response

  08/30/2023

  Dear *******,
   I sincerely apologize for the experience you are having with the Guinea Pigs and the dismissive attitude of one of the managers. We have always had a strict policy that nothing can go home if it is showing any signs of an illness. There are occasions when the pet goes home and not showing signs of illness at the time of sale but comes down with a problem. The staff is supposed to be here to help you not ignore you. I hope that you will encourage the employee friend you mentioned who told you that we have staff knowingly selling sick animals to reach out to me.  If we have some of the staff doing this, we need to immediately address them. The Guinea Pigs should be in our large 4x6 foot pens not in small cages. I am not sure what cages they would be using but if so there is no reason for that.  We do not buy in bulk; the price is the same from the breeder if we buy one or ten. They are also USDA Licensed and inspected.   I see your sale for one Guinea Pig on your account on 6/1/2023 in our system. I know you mentioned you had purchased two but for some reason one is showing up.  I will reach out to you because I hope to get more input from you so we can properly rectify the situation, so it does not happen again. Again, sorry for the aggravation this has caused.
  Kind regards,
  Ed F*******

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ****** and I purchased a Puppy from All Pets Club at their ************ ** store. Prior to picking up the puppy they were under quarantine as their was evidence of loose stool by one of the puppies in the room. They had their Vet check out the puppies and one was removed. Are an additional few more days of waiting we were able to pick up the puppy. He had diarrhea, soft stool, and was vomiting from the day we picked him up. As required we brought him to our vet who tested his poop and his result came back positive for Giardia. He had no other contact with other dogs when we brought him home and All Pets Club did not conduct complete testing to determine we received a healthy puppy. As a results we have spent almost $2,000.00 for testing, medication, specialty dog food and a trip to the VET ER because of excessive vomiting. We received a small check from them for $150.00, which is nothing close to what we sent to try and get our puppy back to good health. We are simply asking for them to pay us for the bills we incurred which totaled $1,602.39. These would not have occurred if we received a healthy puppy.

  Business response

  08/22/2023

  We sincerely apologize for your experience you are having with your new puppy.  I see you took her home on 6/30/2023.  You mentioned that he had diarrhea, soft stools and vomiting from the day you picked him up. I see the first Veterinary check up was on 7/24/2023.  I apologize but I do not have anything prior to that date for Veterinary care invoices from you that was done in the first 25 days. Can you please send that over to us and we can take care of that for you.  On 08/01/2023  I see a emergency visit and the Diagnosis was Suspect Gastroenteritis.    The most common cause of acute gastroenteritis in dogs of all ages is dietary indiscretion – the tendency of dogs to eat without discrimination. This could include table scraps, garbage, toys, clothes, cat poop and organic material, to name just a few. This is why we asked for the Veterinary certificate stating this condition was from the time of sale.  If you can get that letter and submit this over we will reimburse you for the service.  You may fax that direct to ###-###-#### 

   Thank You

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The Emergency visit results were not conclusive as it could have been a number of factors of which Giardia was not eliminated but also not conclusive. After trying a variety of recommended home dietary methods (with boiled chicken and white rice) while waiting to get into a VET for his first check up (which is not easy to get in 20 days) their was no improvement.  Once diagnosed with Giardia, he was put on medication and after a few days had excessive vomiting of mucus.  We called our Vet who recommended we go to the VET hospital to test for PARVO and potentially have an xray performed.  What I find remarkable is now that he has tested negative for Gardia, he has not vomited and his stool is very normal.  My point is if the store new that there was a suspect dog in the same room (that had diarrhea) as others (including ours) why were tests not performed for Giardia and Parvo on all those puppies, which should have resulted in All Pets keeping the puppy until the issue had a negative result. However it may be that All Pets elected to take the least expensive solution: Pass it on to the buyer.  Shame on you
  
  Sincerely,
  
  **** *******

  Customer response

  09/03/2023

  I have not heard any updates since I rejected Pets Club's response - can you please fill me in on any progress made.  Thank you

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased 3-21-23 puppy whom i named ****** since ****** had first vet appt he was severly manuroshed - 2.3 pounds yorkipoo (should of been 7 pounds) since his first appt - he has had a severe virus - cough - wont eat - i have since been tube feeding him with a syrange. i contacted the all pets club in ******** and they did nothing and just said they filed the paper work. I SINCE then have spent 3 visits in less than a week dealing with the coughing and infection - pills for his cough and now he is getting blood work today and an xray. They sold me an etreamly sick puppy and wont get back to me. my vet bills are now at almost 700.00 and im still in warrenty.

  Business response

  03/31/2023

  Dear *********,

  We apologize for the health situation that has developed with ****** and hope he recoups quickly.  I called the ******** location and spoke to Caitlyn and she told me she spoke to you yesterday.  I asked her to make sure she follows through and gets your reimbursement for the warranty out in a timely matter. She will be going over all the medical bills submitted pertaining to the illness with the manager.   I will follow through with them on this. Any further questions or bills please reach out directly to the store at ###-###-#### and you can ask for Luis, Dave or Caitlyn.

  Thank You

  Ed F*******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 4:30pm on Thursday, February 9th, 2023 I went into all pets club in ********* ** and found 2 of the dog cages in the back covered in blood and feces. There were many dogs in the cages with it. The feces was mixed with blood and blood was dripped all inside throughout the enclosure. There was a worker back there that tapped on the glass twice to make the puppies stop liking it. I went to the cashier to check out and informed her of the blood and she said coldly "I'll let someone know". I called east shore health district today, Friday, and they told me they have nothing to do with them and to look for a corporate number which was not listed on any of the all pets club websites. They then said to call the *********** ****** ******* where I was told they have nothing to do with any businesses and suggest I call the store to speak to a manager. I left a voice mail and have yet to hear back. It was beyond upsetting and heartbreaking to see such a thing. I actually own a dog from there and pray she didn't go through the same thing. They should be ashamed of how they let those puppies live and deserve to be shut down over it

  Business response

  02/14/2023

  Hi *******,

   

    I sincerely apologize for your experience you had Thursday.  This is totally unacceptable and will be rectified immediately.  I will also reach out to you today.   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/19/2022 I bought a husky, she came home and had stomach issues almost immediately. Brought her to the emergency vet where she was diagnosed with giardia. I informed all pets club on 7/6/2022 when I was informed of her diagnosis. They told me there was nothing they would do in terms of the sickness, and would only pay for the medication. The manager refused to discuss anything more and said she wouldn’t do anything further. The cost of Nova (the husky) alone was $1891.97 plus currently about $600 in medical bills, not counting the medication to be picked up on 7/6/2022.

  Business response

  07/06/2022

  Hi Eileen,

  I apologize for the response you received from the location and hope your pup is feeling better. I will submit this to our main office in ***********. Someone will reach out to you by the end of the day tomorrow to get this resolved. If you by any chance can fax the bill for the medication you picked up today we can address that also.  

  Fax ************

  Attention Ed

  Thank you

  Customer response

  07/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have now forwarded all billing, etc to the business for further response. 
  ****** ******

• Initial Complaint

  01/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is ******** ******* I purchased a puppy ******** at all pets club and ******** on October 24, 2021 to my knowledge was a healthy puppy from the documentation that was given to me from all pets club but unbeknownst to me ******** was sick with ******* and had pass it on to my oldest dog ******* 14 yrs who had presented with symptoms of ******* and who passed away November 2, 2021 not only that but my second oldest dog ***** was diagnosed with ******* Shortly after *******’s passing I thought I was getting a new addition to my home and my family and ended up losing the oldest member ******** had cost me $3400 for a sick dog that eventually led me to a death of my oldest and many other vet bills for ******** An ***** this was a heartbreaking experience which could’ve been avoided all pets club gave me the runaround stating that they would reimburse me for *****‘s vet bills if the vet would sign off that he was in fact infected by ******** but the timeline spoke for itself they were just giving me the runaround up until the new year they finally told me that they would only give me the reimbursement for ********‘s treatment and medication Which was $170 may I add did not cover the veterinarian visit or any documentation that I had on hand that I had to give them they knew they were wrong they caused my oldest dog to pass away selling me a sick dog along with many other vet bills all they cared about was their bottom line I have every receipt corresponding all of my animals health right before Purchase Which proves there was no illnesses at the time which would have lead to death or ******* of any kind that it was caused purely by the infection of the purchase that I made at all pets club please help right this wrong

  Business response

  01/31/2022

  First and foremost, our sincerest condolences on the loss of *******.
  We reviewed all documents on ******* that you sent over. We do not have anything documented from the veterinary that ******* had *******. This may be missing and would like to give you the opportunity to submit. We only have the documentation from 10/29 for medication given for **** *******, 11/1 for diarrhea meds, and the notes that he had 3 cm palpable mass found in the inguinal areas.
  You received a copy of our warranty at the time of sale.  The customer has a 20-day window to have your new puppy Vet checked from the date of your purchase (10/24/21).  If there is any illness documented in this time frame by your veterinary and deemed from the time of sale you would have two choices. You could return the puppy for a full return or keep the puppy and we will pay all medical bills pertaining to the treatments for the illness for the purchased puppy. We do not have anything earlier than one submitted for (new pet) visit dated 11/19/21.  The vet check prior to this date may be missing also and would like to give you the opportunity to submit.
  After reviewing the documents, we submitted a courtesy extension of the warranty and sent you a check on 1/21 for $283.40 for ******** and *****.

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